Retail Administration Officer

About the role

The Retail Administration Officer will assist with leading the retail banking division, driving the overall strategy, performance, and growth of the retail banking portfolio. This role involves assisting with all aspects of retail banking operations and ensuring the delivery of exceptional customer experiences.

Responsibilities

• Branch Operations Management/Improvement:

  • Ensure that daily operations and branch processes run smoothly and efficiently by monitoring branch performance, identifying areas for improvement in efficiency and customer service.
  • Prepare and manage daily, weekly, and monthly operational reports, ensuring accuracy and timely submission to management.
  • Identify opportunities to streamline branch operations, enhance customer service, and reduce operational costs. Implement process improvements that lead to greater efficiency, productivity, and profitability for the branch.
  • Serves as a resource and provides support to Retail Branch Banking on a variety of day-to-day operational issues such as balancing, transaction processing, account opening and/or any variety of compliance/regulatory issues. Works in conjunction with Bank leadership to ensure branches are operating effectively and to resolve complex operating issues, all while ensuring a high level of service quality through any communication channel.

• Training & Development:

  • Create and maintain supplemental training materials, job aids, reference guides, and learning resources to support employee development and performance.
  • Coordinate and facilitate training sessions for new hires, existing staff, and branch leadership on retail products, services, procedures, compliance requirements, and customer experience standards.
  • Track, monitor, and follow up on all training checkpoints, milestones, certifications, and development plans to ensure timely completion and effectiveness.
  • Evaluate training outcomes and identify opportunities for continuous improvement in employee knowledge, performance, and service delivery.

• Compliance & Risk Management:

  • Affirm that the branch complies with all regulatory requirements, internal policies, and procedures.
  • Assist in conducting audits, reviewing security protocols, and ensuring adherence to financial regulations.
  • Identify and report any discrepancies, risks, or operational issues to management, ensuring prompt resolution.
  • Handle documentation related to regulatory compliance, customer accounts, and internal policies.

• Customer Experience:

  • Maintain customer satisfaction levels and address any service gaps or customer complaints that impact the overall branch experience.
  • Support front-line staff in providing high-quality service to customers, ensuring that issues are resolved promptly and professionally, and that the branch maintains a positive, customer-centric environment.

• Retail Policies, Procedures & Knowledge Management:

  • Own the development, maintenance, and ongoing enhancement of all Retail Banking policies, procedures, job aids, and operational documentation.
  • Ensure retail procedures remain current with regulatory requirements, operational changes, system updates, and industry best practices.
  • Serve as the primary administrator and content owner for the Retail Banking SharePoint site, ensuring information is accurate, organized, and accessible to all staff.
  • Build, maintain, and continuously improve the Retail Banking knowledgebase, creating supplemental reference materials, guides, and resources to support branch staff and operational consistency.
  • Partner with Compliance, Risk Management, Operations, and Retail Leadership to ensure all procedures align with regulatory and organizational requirements.

• Other

  • Projects as Assigned; may be strategic in nature
  • Work hours may vary, and the role may require evening or weekend shifts, depending on branch operating hours.
  • May require occasional travel to other branch locations or corporate offices.

Qualifications

• Education/ Experience:

  • A high school diploma or equivalent required; a degree in business, finance, or related fields is preferred.
  • 7+ years of experience in retail banking or financial services, with at least 3 years in a retail administration role or operations role preferred.
  • 2 years of management experience preferred
  • 2 years of experience leading informational and/or training sessions

• Skills:

  • Ability to analyze data and prepare detailed reports.
  • Strong problem-solving and decision-making abilities. Analytical mindset with a results-oriented approach.
  • Strong organizational and multitasking abilities.
  • Effective communication and interpersonal skills.
  • Detail-oriented with a high level of accuracy.
  • Able to work independently and as part of a team.
  • Customer-focused with a proactive approach to addressing customer needs.
  • Strong leadership potential with the ability to support and guide a team.
  • Trustworthy and capable of maintaining confidentiality.